Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Customer Journey Maps Miss the Voice Search Gap
In this episode, Lucas and Luna explore a blind spot in most customer journey maps: voice search. They examine how voice queries change the shape of the discovery phase — shorter, more conversational, often zero-click. Using the example of a home services brand that saw a 40% drop in organic leads after voice assistants became the primary search method for 'plumber near me', they discuss why traditional touchpoint mapping fails to capture voice interactions. The hosts walk through a specific fix: adding a 'voice query layer' to the journey map that accounts for intent…
The skinny
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